Snr/Lead Analyst (ServiceSG Insights Practice) Service Transformation & Planning

You will be part of the ServiceSG Insights Practice team and will report to the Deputy Director. You will play an important role in harnessing ServiceSG’s complex datasets to generate actionable insights. Your work will be instrumental in supporting data-driven service transformation and excellence across ServiceSG and the service delivery sector. ServiceSG, a department within PSD, has been set up to champion integrated public service delivery. It works with different agencies across the public service to integrate over 500 services around key moments of life of citizens and serve citizens in an integrated way, through a central omni-channel service delivery system comprising a digital platform (“LifeSG”), a network of physical service centres (“ServiceSG Centres”) and a central call/contact centre. ServiceSG will work to establish an integrated data, digital architecture, and clear inter-agency operational processes as part of service delivery capabilities within the Public Service to raise overall service standards.

As a Senior/Lead Analyst in the ServiceSG Insights Practice team (under Service Transformation & Planning), you will:

1. Analyse complex datasets and generate actionable insights – You will process and analyse large volumes of data from ServiceSG’s WOG Channels and other agencies. This includes using statistical techniques, text analytics, and data visualisation tools to (a) gain deeper insights into the citizen experience across our touchpoints, and (b) uncover trends and gaps to inform interventions to improve service delivery.
2. Develop and maintain data analytics dashboards – You will design, implement and continuously refine our interactive Tableau dashboards, which will be used to present key CX performance metrics and insights to stakeholders. This includes identifying and resolving data discrepancies, and recommending improvements to data collection management processes to facilitate a comprehensive view of CX across multiple touchpoints.
3. Lead data projects to support service redesign and transformation efforts – You will conduct deep-dives to understand the citizen’s end-to-end experience for specific services and recommend areas that require intervention. This involves synthesising findings from various data sources, preparing research and analytics reports, and presenting insights to senior management and other stakeholders.
4. Collaborate with cross-functional teams to enable data-driven decision making – You will work closely with ServiceSG’s business units and government agencies to identify areas where better data collection and analysis can deepen our CX insights. You will translate business requirements into analytical frameworks, propose and embark on novel areas for analysis, and effectively communicate insights to enable data-driven decision making.
5. Drive innovation in customer experience (CX) analysis – You will formulate new ways to leverage existing and new datasets to deepen the 360-degree view of citizen satisfaction of public service delivery at the WOG level. You will also propose metrics to measure the impact of our service transformation efforts and interventions.

We are looking for motivated individuals who can work autonomously in a fast-paced environment. You should be comfortable with ambiguity, be action-focused, and be comfortable exploring new ideas and working them to deliver desired outcomes.
[Key Competencies Required]

• Service Data Analytics and Insights: Strong ability to process and analyse large, diverse datasets to derive meaningful insights into the customer’s experience/needs and/or areas where agencies’ productivity/processes can be improved. Adept in leveraging data insights to recommend improvements to service strategies and operations and identify emerging WOG issues. Able to set up appropriate parameters to test specific hypotheses and validate findings.
• Exploration Analysis: Capable of using modern programming languages (e.g. Python, R) and statistical tools and techniques (e.g. Tableau, clustering techniques, LLMs) to uncover insights and identify areas to deep-dive into. Ability to develop workflows for the analytics process and for knowledge management of scripts and project materials to facilitate onboarding of new analysts and prevent loss of work.
• Working and Communicating Effectively with Stakeholders: Able to collaborate with business units to translate business queries into actionable lines of inquiry, execute research and analytics, and jointly refine insights and recommendations. Adept at communicating findings to diverse stakeholders through clear and impactful reports and representations to spur action.
• Thinking Clearly and Making Sound Judgements: Strong analytical mindset with the ability to synthesise multiple datasets, proposing targeted and relevant insights and interventions. Capable of critically evaluating the accuracy and relevance of data sources, and maintaining a balanced view when analysing and recommending solutions.
• Creative Thinking and Problem Solving: Able to apply innovative approaches to data analysis, identifying novel ways to leverage and visualise existing and new data to improve CX outcomes. Skilled in contextualising analytical findings to address business problems and inform service design.

Applicants will typically be notified on whether they are shortlisted or not within 4 weeks of the closing date of the job posting. Successful candidates will be offered a 2-year contract in the first instance.

[About PSD] The Public Service Division (PSD) aims to build a first-class Public Service for a successful and vibrant Singapore. We do this through public sector leadership development, capacity and capability building, and the promotion of quality services at all levels of the Public Service. We are looking for outstanding candidates with the vision and passion to contribute to help shape Singapore.
[Why Join Us] When you join PSD, you become part of a community that learns together and cares for one another. We look out for your well-being and partner you in your career growth. Being in the business of developing People and driving transformation makes our work deeply Purposeful. What you do will impact our public officers and agencies, and in turn make a difference to Singapore and Singaporeans. If you share our passion in reimagining the Possibilities and pushing boundaries to shape a first-class Public Service, we welcome you to join us! You can also connect with us via LinkedIn at Public Service Division | People, Our Pride | Service, Our Pledge | Integrity, Our Core | Excellence, Our Quest |